Customer Success And Retention Specialist

Summary

Join hear.com as a remote Customer Success & Retention Specialist and make a real difference in people's lives! This full-time, remote position offers competitive compensation, including a base hourly rate plus commissions. You will provide exceptional customer service, handle inbound and outbound calls, and contribute to achieving key performance indicators. The role requires strong empathy, a growth mindset, and reliable internet connectivity. Hear.com offers a comprehensive benefits package, including medical, dental, vision, 401k, paid parental leave, and PTO. The company fosters a unique, collaborative culture with opportunities for professional growth.

Requirements

• Great Empathy & Customer-Centric Mindset: A natural ability to understand and connect with customers. You genuinely care about customers and focus on providing the best solutions, knowing that success follows
• Growth Mindset: Strong work ethic and desire to learn, adapt, and improve. You're not intimidated by learning new systems/technology – we work with Salesforce, Twilio, along with Zoom, Outlook and Chrome
• Reliable Network Connectivity: You must be able to hardwire to your home network and your download speed must be above 100Mbps and upload speed above 20Mbps

Responsibilities

• Change lives! Provide excellent customer service during each call with customers
• Be a retention hero — identify at-risk customers and work your magic to rebuild trust, offer solutions, and keep them with us
• Contribute towards successful achievement of customer service KPI’s (i.e. call time, first call resolution, customer retention and customer satisfaction)
• Handle high call volume - Inbound, Outbound, Email/Chat support
• Help improve our customer service by providing feedback regarding recurring customer issues to further improve our service
• Develop individual based solutions on the requirements of the customer
• Be able to act as the liaison between customers, Partner's, and Sales Consultants
• Communicate with team to ensure a smooth experience for our customers
• Provide knowledge and in-depth advice for hearing loss

Benefits

• Remote, Full-Time Schedule: Your schedule will be an 8-hour shift with 1 hour lunch between the hours of 8AM – 8PM in your local time zone including rotating Saturdays. Schedules are subject to change
• Competitive Compensation: Guaranteed base rate of $23 per hour plus commissions Performance-based, $300–$600 per month
• Benefits Package: Full medical, dental, vision, 401K, paid parental leave, open paid time off (PTO) policy, and paid sick time and paid company holidays
• Unique Culture: We are a close-knit team that values ownership, collaboration, and solution-oriented thinking. Our goal and performance driven environment, strengthens our bonds and drives our innovation and successful growth together
• Company sponsored clubs, events, and so much more